Essence Chalk
Concord,NC
Summary
A highly skilled and detail-oriented customer service professional, with a long history of providing support within the customer care, data entry, and retail industries. A collaborative communicator, who provides exceptional support by phone, e-mail, and chat. Skilled at resolving customer issues and effectively answering questions.
Overview
8
8
years of professional experience
Work History
Resolution Coordinator (Dispatch, Pharmacy, Parts)
Walmart
11.2022 - Current
- Researched and analyzed individual parties' positions to understand dispute background.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Prepared written opinions or decisions regarding cases.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Skilled at working independently and collaboratively in a team environment.
- Entered and processed patients' prescriptions into internal system.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
Team Leader
Target
12.2018 - 05.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained clean sales floor and straightened and faced merchandise.
Inbound Customer Service Representative
Convergys
07.2017 - 10.2018
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Resolved complaints to satisfy customers and encourage future transactions.
Sales Associate, Women's Shoes
Nike
06.2015 - 08.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
Education
High School Diploma -
West Mecklenburg High School
Charlotte, NC06.2017
Skills
- Customer Feedback
- Special Projects
- Critical Thinking
- Problem Resolution
- Customer Complaint Resolution
- Time Management
- Active Listening
- Adaptable and Flexible
- Engaging with Diverse Customers
- Team Collaboration
- Customer Communication
- Learning Strategies
- Customer Care
Timeline
Resolution Coordinator (Dispatch, Pharmacy, Parts)
Walmart
11.2022 - Current
Team Leader
Target
12.2018 - 05.2022
Inbound Customer Service Representative
Convergys
07.2017 - 10.2018
Sales Associate, Women's Shoes
Nike
06.2015 - 08.2017
High School Diploma -
West Mecklenburg High School
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